IndiGo Ranked Among 'World's Worst Airlines' In 2024 AirHelp Survey, Responds To Criticism

New Delhi — Indian airline IndiGo has been ranked among the “world’s worst airlines” in the 2024 AirHelp Score report, placing 103rd out of 109 airlines with a score of 4.80. The low ranking is primarily attributed to customer dissatisfaction and poor handling of flight disruption claims.

The survey, conducted by AirHelp, an EU-based claim processing agency, assesses airlines globally based on three main criteria: punctuality, quality of service, and compensation claims management. These factors are equally weighted to determine the overall score. AirHelp’s analysis, which covered data from January to October, looked at on-time performance, customer feedback, and the handling of compensation requests across 54 countries.

IndiGo, India’s largest carrier, quickly responded to the ranking, challenging the survey’s credibility. In a statement issued Wednesday, the airline expressed concerns over the methodology used, particularly the lack of transparency regarding the sample size from India. IndiGo also criticized the survey for not taking into account global industry standards for compensation and claims handling.

“We question the credibility of this survey, especially given its lack of transparency regarding the sample size from India,” IndiGo said. “The survey fails to reflect the strong performance of IndiGo, which consistently leads in punctuality and has the lowest complaint ratio among airlines of similar size.”

IndiGo further defended its position, reiterating its reputation as India’s most preferred airline and emphasizing its commitment to offering on-time, affordable, and customer-friendly travel experiences.

Despite IndiGo’s rebuttal, the AirHelp report offers a broader picture of the global airline industry. Brussels Airlines ranked first, scoring 8.12, followed closely by Qatar Airways (8.11) and United Airlines (8.04). The only other Indian carrier included in the report, Air India, ranked 61st with a score of 6.15.

At the other end of the spectrum, Tunisair was ranked last, holding the 109th position. Other airlines that ranked near the bottom included Sky Express, Air Mauritius, and Tarom.

The rankings aim to encourage airlines to continuously improve their services by taking passenger feedback into account, according to AirHelp CEO Tomasz Pawliszyn. “Our rankings are designed to provide a snapshot of airline performance and encourage carriers to listen to the needs of their passengers,” Pawliszyn said.

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